Google Merchant Portal
Led UX transformation of the web-based Merchant Portal used by millions of merchants globally: optimizing onboarding and core workflows while balancing user value and engineering feasibility.
Tenure: Jun 2021 – Nov 2021
Platform: Web
Collaboration: Worked closely with cross-regional Google product and technical teams (Zurich) to define change scope, influence design decisions, and deliver improvements that balanced usability with technical constraints.
Strategic Impact & Leadership
- Incremental UX Improvement at Scale: Established a process for evaluating design changes based on user value and technical feasibility, enabling strategic prioritization that improved experience without disruptive redesigns.
- User-Centered Problem Framing: Synthesized feedback from merchant users to accurately identify friction points across onboarding and dashboard interactions, ensuring design solutions directly addressed user pain.
- Cross-Team Partnership: Drove alignment between design, engineering, and product stakeholders across time zones and organizational structures — building buy-in and accelerating decision cycles.
- Efficient Iteration: Produced targeted mid-fidelity prototypes to quickly validate ideas and inform technical discussions, shortening the design-to-development feedback loop.
Management Level Responsibilities & Outcomes
- UX Evaluation & Strategy: Audited existing portal experience, identified high-impact improvement areas, and developed strategic recommendations with measurable user benefits.
- Technical Context Integration: Quickly learned and incorporated the product’s technical constraints into design decisions, ensuring proposals were not just user-centric but buildable and sustainable.
- Friction Reduction: Used qualitative feedback and usability insights to shape design changes that clarified workflows, reduced confusion, and improved merchant productivity.
- Design System Contribution: Standardized interaction patterns and components where applicable to support consistency and future scaling across Merchant Portal screens.
Tools & Methods
Figma; UX audit frameworks; mid-fi prototyping; user feedback synthesis; cross-functional consensus building.
Work examples
Low-fi home screen of merchant portal
Onboarding
